Customer Service Representative - Industrial

Customer Service Representative: Reports To: CSR Manager

Overall Function: The Customer Service Representative is required to:

• Exceed customers’ expectations of timely and accurate customer service

• Continuously improve on knowledge of product, services and equipment

• Provide professional and customer services

• Follow company policies and procedures as well as Supervisor’s instructions

Main Responsibilities

• Customer Focus: A commitment to customer satisfaction

• Consistently places a high value on customers and all issues related to customers

• Objectively listens to, understands and represents customer feedback

• Anticipates customer needs and develops appropriate solutions

• Meets all promises and commitments made to customers

• Teamwork: The ability to cooperate with others to meet objectives

• Discards personal agenda to cooperate with other team members in meeting objectives

• Contributes positively and productively to team projects

• Builds and sustains a trust relationship with each member of the team

• Supports other team members and decisions

• Self Management: The ability to prioritize and complete tasks in order to deliver desired outcomes within the allotted time frame

• Independently pursues business objectives in an organized and efficient manner

• Prioritizes activities as necessary to meet objectives

• Maintains required level of activity toward achieving goals without direct supervision

• Minimizes work flow disruptions and time wasters to complete high quality work within a specified time frame

• Interpersonal Skills: The ability to interact with others in a positive manner

• Initiates and develops business relationships in positive ways

• Successfully works with a wide range of people at varying levels of organizations

• Communicates with others in ways that are clear, considerate, and understandable

• Demonstrates ease in relating with a divers range of people or varying backgrounds, ages, experience and education levels

• Personal Accountability: A measure of the capacity to be answerable for personal actions

• Accepts personal responsibility for the consequences of personal actions

• Avoids placing blame on others

• Maintains personal commitment to objectives regardless of personal feelings

• Problem Solving: The ability to identify key components of a problem to formulate a solution or solutions

• Ability to assess complete situation and make best overall decision that may affect numerous organizations

• Utilize experience in problem solving to determine root cause and work to implement long term corrective action to ensure problem does not re-occur

• Flexibility: The ability to readily modify, respond to and integrate change with minimal personal resistance

• Be proactive in suggesting change to streamline processes

• Willing to adjust to proposed changes for the good of the organization



Key Attributes:

• Meet / Maintain Customer Satisfaction level as established as organization goals

• Meet / Maintain Billing Accuracy level as established as organizational goals

• Complete assigned administrative duties and communications in given timelines

• Maintain Receivables as established as organizational goals. Direction Received The position requires a punctual and reliable individual who can follow instructions accurately, demonstrate sharp problem solving skills, provide excellent customer service and is able to work in a fast paced environment. The direction will come from the Branch Manager, company policies and procedures.



Required Skills/Training

• Picking and Shipping Sales Order and Stock Transfers

• Planning, Ordering, and Verifying Products purchased from Solideal Sri Lanka

• Working knowledge of computers (Word, Excel, Windows, etc

• Indirect and Non-Solideal Purchases Contract review and Customer Order Entry

• Warranty Program

• Inventory Cycle Counts

• Supplier Backorders/Supplier Returns

• Customer Backorder/Customer Returns

• Customer Billing

• Customer Complaints

• Corrective and Preventive Action

• Project Management

• Customer Set up

• Supplier Approval and review

• Branch Reports

• Security

• Stock Transfers

• Inventory Receipts

• Cutoff for Month End Inventory

• Control of Customer Supplied Product

• Control of Quality Records

• Service orders Customer Satisfaction

• Measurements Inspection and Control of Purchased product

• Document Control

Issuance and Distribution Working Conditions Job holders must have excellent interpersonal, listening and communication skills. Extensive telephone and computer work in a smoke-free environment; interaction with customers by phone is constant. Teamwork is expected and encouraged at all times. Supplemental Comments Other responsibilities as assigned.
REQUIREMENTS
See job description